FAQ

The Sunshine Clean contains lemon essential oil.
The Growth Serum contains 12 oils: 6 vegetable oils and 6 essential oils.
The Repair Time Mask contains rosewood and pink grapefruit essential oils.
The Pink Paradise contains pink grapefruit essential oil.
The Lychee-Blackberry Smoothie contains lemongrass.
The Vanilla-Ylang Ylang Smoothie contains Ylang Ylang essential oil.
The Perfect Match contains bergamot essential oil.

The essential oil is carefully dosed. Using the conditioner on children is absolutely safe, and there are no contraindications since it is rinsed out. A little secret: the brand’s founder uses it on her own children’s hair :)

The Kurl Nectar is lighter than the Smoothie, which is richer. It contains jojoba oil, sweet almond oil, and mango butter. It is therefore more suitable for dry hair.

Kurl Nectar is an all-in-one leave-in treatment that provides hydration, nourishment, and protection thanks to its blend of plant oils and butters. It is ideal for dry, curly to coily hair. Kurl Potion, on the other hand, is a lighter hair milk. It hydrates without weighing the hair down and is especially suitable for fine hair or those looking for extra volume.

Kurl Potion and Smoothie are hair milks designed to hydrate the hair. Smoothie is more suitable for thick hair or curly and coily textures, as it is richer and more nourishing. Kurl Potion, on the other hand, is a lighter milk designed to hydrate hair that seeks volume without weighing it down.

This product is natural. It is a moisturizing complex made with water and provitamin B5. As a result, it locks in hydration and sets curls without a crunchy or wet look.

Not at all, Magic Twist cream is the most nourishing product of the brand. It was originally designed for children, but it is perfectly suitable for very curly to coily hair, both for kids and adults.

Our products are designed for textured hair, meaning wavy, curly, and coily/kinky hair. The active ingredients in the products may be too rich for straight hair. However, if you do oil treatments, we have the Growth Serum, and if your hair is thick and dry, you can also use our treatments.

You can view our website’s privacy policy here. Les Secrets de Loly is committed to deleting your data upon request by email if you change your mind.

However, you can still place an order as a “guest” without creating an account, if you prefer.

To edit your personal information, go to the “my account” tab.
There, you can add and edit your delivery addresses and view your order history.

On your first visit to the website, click on the “my account” icon at the top right, then click on “create an account”.

Click on “my account” to access the login screen, then click on “forgot password” to reset it. You will then receive an email with a link to complete the password reset.

To view your previous purchases, go to the “My Account” section, then “Order history.”

Go to the “My Account” tab, and click on “View addresses” in the “Account details” section.

To check the amount of your loyalty wallet and see what you can redeem your points for, go to the “My loyalty wallet” section at the bottom right of the website.

It is entirely possible to return a purchase within 15 days of receiving your order.

To do so, simply follow the procedure via Return a product.

To receive a refund for the order, the products must still be sealed and in perfect condition.

Suite au retour de votre commande, la logistique accusera réception de votre colis à notre service client, sous 72h. Nous procéderons ensuite au remboursement des articles retournés conformes sous 20 jours, via le mode de paiement que vous avez utilisé lors du passage de votre commande et vous le confirmerons par mail ou nous procéderons à l'envoi du bon d'achat par mail dés expédition du colis retour.

Start by adding the desired items to your cart, then validate it by following the steps one by one. Enter the information required for the delivery of your package as well as the desired delivery method, your promo code if you have one, and proceed to the payment step to finalize your order.

Once your order has been placed, you will receive a confirmation email.

Le code promo est à ajouter dans votre panier lors de la validation de votre commande.

To pay for your order, simply follow the steps during checkout and you will be redirected to the online payment page. Our online payment system is completely secure, and your data is encrypted for better protection.

Once the transaction is completed, you will be redirected back to the website where your order confirmation will be displayed, and you will also receive it by email.

The payment methods accepted on our website are as follows:

• Bank and credit cards: CB, VISA, MASTERCARD,
• PayPal,
• 3x payment with Klarna (for orders of €75 minimum),
• Bancontact for Belgian customers.
  
  
  

A few minutes after the payment of your order, a confirmation email will be sent to you to confirm its validation. This email may sometimes end up in the spam folder, so be sure to check it if the email takes a while to arrive in your inbox. You can also find your order in the “My Account” section, then “Order history,” and track the progress of its preparation and delivery.

Once validated, your order is electronically transmitted to our logistics department, located in the Paris region, which prepares and ships orders within 48 working hours for any order placed before 1 p.m.

Our logistics partner works only with recyclable materials (kraft paper, tissue paper, or eco-friendly corn starch packing peanuts) and uses them in moderation to ensure your products are delivered in the best possible conditions.

You can find your invoice in the “My Account” section, then “Order history,” by clicking on the relevant order. If you experience any difficulty, you can contact customer service.

Only international orders (outside the European Union and French overseas territories) require an invoice to be included for customs clearance. For any order delivered within the European Union or mainland France, only delivery slips will be included in the orders, and these slips do not show any prices.

We are sorry, but we do not offer this service, mainly for ecological reasons.

Once your order has been validated, and in order to allow for fast shipping, it is directly transmitted to the logistics department, which then proceeds with its preparation.

Therefore, we are no longer able to modify/cancel your order. In addition, since shipping costs vary depending on the weight of the package, any order that has already been paid for cannot be modified.

Unfortunately, it is not possible to modify the delivery address of your order once it has been transmitted to logistics for preparation.

But don’t worry, your package will then be returned to us and, upon receipt, we will proceed with either a refund or a reshipment of the order to the correct address as quickly as possible.

Il est tout à fait possible de retourner un achat, dans les 15 jours qui suivent la réception de votre commande.

Pour cela, il vous suffit de suivre la procédure via Renvoyer un produit.

Pour obtenir le remboursement de la commande, les produits devront être toujours sous blister et en parfait état.

Suite au retour de votre commande, la logistique accusera réception de votre colis à notre service client, sous 72h. Nous procéderons ensuite au remboursement des articles retournés conformes sous 20 jours, via le mode de paiement que vous avez utilisé lors du passage de votre commande et vous le confirmerons par mail ou nous procéderons à l'envoi du bon d'achat par mail dés expédition du colis retour.

The delivery methods, costs, and times vary depending on the destination and the weight of the package:

For mainland France:
- Colissimo tracked with signature (3 to 5 business days) from €5.50
- Mondial Relay (3 business days) from €5
- DHL France (1 to 2 business days) from €20
For purchases of €75 or more, shipping is free for all deliveries within mainland France.

For French overseas departments and Europe :
- Colissimo tracked with signature (5 to 15 business days) from €7
- DHL International (3 to 8 business days) from €20

Pour l’international et la Guyane :
- DHL International (3 to 8 business days) from €20

We deliver to many countries worldwide and have a network of more than 800 resellers. Feel free to contact us or check the map of our official resellers.

When your order is shipped, you will receive a notification containing the tracking number of your order as well as a link to the carrier’s website, so you can check the status of your delivery.

Please make sure to check your spam folder, as this notification should reach you within 48 business hours after placing your order.

The payment methods accepted on our website are as follows:

• Bank and credit cards: CB, VISA, MASTERCARD,
• PayPal,
• 3x payment with Klarna (for orders of €75 minimum),
• Bancontact for Belgian customers.

Your payment is processed via Shopify Payments, which is fully secure. Your data is encrypted and cannot under any circumstances be compromised. Shopify Payments collects the payment and transfers it to us, which is why you may see this name appear on your bank statement for your order payment, no worries, this is completely normal.

For refunds, we also go through Shopify Payments, using the same payment method you used for the purchase. The transfer may take between 2 to 5 business days, depending on your bank.

To pay for your order, simply follow the steps during the checkout process. You will be redirected to the secure online payment page. Our payment system is fully secure and your data is encrypted for maximum protection.
Once the transaction is complete, you will be redirected back to the website where your order confirmation will be displayed, and you will also receive it by email.

To retrieve the invoice for the order you have just paid, go to the “My Account” section, then “Order History”, find the “Invoice” column, and click on download.

Simply go to your cart to validate the order, enter the code you wish to apply, and then click on “apply.”

If your code doesn’t seem to work, please make sure to check the spelling (uppercase or lowercase must be respected).

If it still doesn’t work, we invite you to contact our customer service team for more information about the validity of the promo code and its terms of use before placing your order.

A promo code or offer cannot be combined with a referral code; the second code entered will automatically cancel the first one. Likewise, it is not possible to combine loyalty rewards with a referral code on the same order.

Once an order has been confirmed, no modifications or promo codes can be applied to it. We recommend contacting our customer service team before placing your order if you experience any difficulties applying a promo code.

As stated in our terms and conditions, Les Secrets de Loly cannot be held responsible for any customs fees that may apply to your order. However, we recommend checking our distributor map beforehand to ensure that delivery is the only way for you to access our range.

“There are no customs duties for products delivered within France or the European Community. For other countries, customs taxes may apply. It is the customer’s responsibility to contact their local customs office to make a declaration if necessary. Les Secrets de Loly cannot, under any circumstances, be held responsible for any additional costs related to these customs taxes. Please note that French overseas territories (DOM-TOM) are considered outside the European Union and are therefore subject to customs clearance.”

Here is the scale for the Loly’s Family program: €1 excluding tax = 1 point. Points are always added based on the tax-free amount of the order and are credited a few minutes after the order is confirmed.

Your points will be reset to 0 after 1 year of inactivity. Inactivity means no orders and no actions within the Loly’s Family program.

Your discount voucher is valid for 6 months from the time it becomes available, once you have reached the required points.

To earn the 10 points for each social network, simply click on the dedicated buttons on the Loyalty Program page. Your points will automatically be added to your account, even if you are already part of the community.

To earn the 10 points for each social network, simply click on the dedicated buttons on the Loyalty Program page. Your points will automatically be added to your account, even if you are already part of the community.

Reviews earn you points only after you have ordered the product, when you receive the feedback request email.

However, if you have already ordered this product, feel free to send us an email at contact@secretsdeloly.com so that we can manually add the points to your account.

Please note that you can select an available discount based on your status just before payment. Make sure that the number of points you have allows you to access this discount. Also, don’t forget to check the total amount of your cart.

As a reminder:
50 points = €15 off from €70 purchase
200 points = €20 off from €75 purchase
250 points = €25 off from €80 purchase
400 points = €40 off from €95 purchase
1000 points = €100 off from €155 purchase

Since our Loly’s Family program has just been launched, all members from the previous program start at the same tier level. However, you have kept all of your points and can still access the Loly’s Family discounts. To reach the second tier, you will need to spend at least €150 within one year.